Item: ConnectWise PSA
Rating: 1
Author: Verified User

Use Cases and Deployment Scope

ConnectWise Manage is used for managing client service desk tickets. We also use it for billing time and products for IT projects and as a CRM system.
ConnectWise addresses our need to maintain an audit trail of all helpdesk activity and track billable activity not covered by our service agreements.

Pros and Cons

Management of billable time and products.

ConnectWise customer support is non-existent. Account managers do not listen to problems, and when you raise something like a billing query it takes weeks to get a response.
All technical support goes through live chat which is a painful process often taking 45 minutes to get a couple of sentences out of poorly trained engineers that don't seem to know what they are doing.
User interface is extremely dated with all configuration going through database tables instead of a proper UI.
Reporting is dated and involves manually exporting information to get any kind of useful data on KPIs.

Return on Investment

ConnectWise was an expensive investment that we have not seen ROI. We expected it would save us money through automation but it has had the opposite effect.
When there are technical issues, we experience a lot of downtime because the technical support is awful.

Alternatives Considered

SolarWinds Service Desk (SSD)

ConnectWise Manage is better at billing automation for time and products, but worse at technical support, customer support.

ConnectWise is extremely expensive in compared to solutions we have used in the past.

Key Insights

Do you think ConnectWise PSA delivers good value for the price?

Are you happy with ConnectWise PSA's feature set?

Did ConnectWise PSA live up to sales and marketing promises?

Did implementation of ConnectWise PSA go as expected?

Would you buy ConnectWise PSA again?

Other Software Used

ConnectWise Automate (formerly LabTech)

Usability

Software is not intuitive. It is extremely difficult to use/learn with a very dated interface.
Configuration is over complicated as everything is managed through database tables instead of a proper UI.
ConnectWise does not properly support businesses in using its product.
Reporting and dashboards are dated and require a lot of manual data entry to make use of the data within them.

Support Rating

Customer support is shocking. Accounts team take weeks to respond to billing queries, account managers do not respond to complaints.
Technical support is all through a live chat which is a long and drawn out process.
Technical support team are not properly trained, often open about the fact they are effectively 'googling' the answers because they don't know what they are doing.

Likelihood to Recommend

ConnectWise is useful for tracking billable time and products in a service desk environment but completely useless at everything else. The system is buggy, unintuitive, dated and difficult to learn.
The customer and technical support is shocking and they don't listen to you when you provide feedback or raise a serious complaint.

Overpriced, clunky software with extremely terrible customer and technical support

Overall Satisfaction with ConnectWise Manage